Client Communications Co-Ordinator - JHB

Santam; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading South African financial services company is looking for a Client Communications Co-Ordinator to enhance client experience through clear and timely communications. Candidates should have a Bachelor's degree, excellent writing skills, and 1–2 years of relevant experience. This role involves collaborating with various teams to ensure consistent messaging across client communications. Opportunities for career growth in client communications are available.

Qualifications

• 1–2 years of relevant experience in client communications or service delivery.
• Exceptional writing and editing skills.
• A service mindset with an understanding of improving the client journey.

Responsibilities

• Draft, review, and prepare client-facing communications.
• Collaborate with internal teams for aligned communications.
• Coordinate logistics for proactive client updates.

Skills

Written Communication

Organizational Skills

Collaboration

Client-Centric Thinking

Education

Bachelor's degree in Communications or related discipline

Tools

Microsoft Office

SharePoint

Everlytics

Job description

The role

The Client Communications Co-Ordinator plays a key role in enhancing the client experience by delivering timely, clear, and consistent communications to clients within the Client Solutions business. This is a permanent opportunity to be based at Santam offices in Alice Lane, Sandton.

What will you do?

This role supports proactive, service-oriented communications that help clients navigate our products, processes, and changes effectively.

The Co-Ordinator collaborates across Client Service, UX, Product, Risk and Compliance, Underwriting, and Relationship Management, to support the full client journey with high-quality communications that drive trust and satisfaction.

What will make you successful in this role?

• Draft, review, and prepare client-facing communications across various touchpoints (e.g., service updates, product changes).
• Collaborate with internal teams to ensure communications align with client experience principles and are delivered in a timely, coordinated manner.
• Support the creation of consistent and standardized communication journeys.
• Coordinate logistics for proactive client updates and planned communications.
• Maintain a repository of approved communication templates and tone-of-voice guidelines, ensuring consistency across channels.
• Contribute to continuous improvement of client-facing materials based on client feedback or frontline insights.
• Help monitor and track engagement or satisfaction indicators tied to communications, escalating trends or issues as needed.
• Liaise with Sales, Servicing, Risk and Compliance, Brand, Data, and Underwriting to ensure all client communications meet regulatory, contractual, and reputational standards.

Qualifications and Experience

• Bachelor's degree in Communications, Business Communication, or related discipline.
• 1–2 years of relevant experience in client communications, service delivery, or client-facing content development. Graduate programme / Internship experience also considered.
• Exceptional writing and editing skills with the ability to translate complex concepts into clear, client-friendly language.
• A service mindset, with an understanding of how communications can improve the client journey.
• Strong organizational skills and ability to manage multiple communications simultaneously.
• Familiarity with digital communication tools such as Microsoft Office, SharePoint, Everlytics, and internal knowledge bases or client portals.
• Excellent collaboration skills, able to work with internal stakeholders and incorporate feedback quickly and diplomatically.
• Awareness of regulatory or compliance considerations in B2B client communications is a strong asset.

Competencies

• Client-Centric Thinking: Understands client needs and designs communications that enhance satisfaction, clarity, and ease.
• Written Communication: Creates clear, accurate, and professional messaging suitable for a regulated environment.
• Service Orientation: Demonstrates empathy and attentiveness to client concerns and perspectives while considering business objectives.
• Attention to Detail: Carefully proofreads and reviews content to ensure consistency and accuracy.
• Collaboration: Works across departments and levels to ensure communications are timely and accurate.
• Process Awareness: Understands the client journey and internal workflows and aligns messaging accordingly.
• Compliance Sensitivity: Follows legal and regulatory requirements in all communications; seeks appropriate signoffs.
• Analytical Thinking: Reviews engagement data or feedback to refine future communications and reduce client pain points.

Career Growth Opportunities: This role is ideal for candidates looking to grow into a senior role in client communications or client experience strategy roles, with exposure to business communications, stakeholder engagement, and service transformation initiatives.